Jacqueline Delmain

For some people, it could be the most important phone call they will ever make but in a WCCO investigation, some 911 operators and dispatchers in Minneapolis said they’re in the middle of an emergency of their own.

The city of Minneapolis changed its 911 system in the wake of Minnesota’s worst workplace shooting last year. At that time, several panicked callers inside Accent Signage never got through to a dispatcher.